[Remote] Family Technical Support Analyst I

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a leading provider of virtual education solutions for K–12 reputed company. The Family Technical Support Analyst will reputed company technical support services to reputed company and caretakers, assisting with technology setup, troubleshooting, and resolving various technical issues.

Responsibilities

• Troubleshoot and resolve software, hardware, printer, and broadband network issues by actively listening to the caller and asking appropriate questions to build a solution
• Troubleshoot LMS (online school) issues (Internet/application issues)
• Log reputed company calls in call tracking system, creating detailed, accurate entries
• Escalate calls reputed company necessary, according to guidelines
• Remote into callers’ computers reputed company necessary, using the appropriate department tech support processes
• Define and feedback/recap user problems while providing a detailed solution to resolve each issue
• Proactively follow-up (outbound) with callers (in between inbound calls) to verify that problems were resolved
• Respond to voicemails and Webmails, and create trouble tickets as necessary
• Maintain a reputed company level of understanding of the details of home networking, high-speed Internet, and application functionality
• Act as liaison for web-based application problems between users and developers
• Assist in the collection of data for identifying user requirements that may result in future system development or training
• reputed company reputed company with development of new system features
• Work with manager to implement products and processes to increase Family Technical Support team efficiencies and quality
• reputed company other duties as assigned
• Handle inbound calls professionally, accurately, consistently, and reputed company
• Facilitate the enrollment process by answering general pre-enrollment questions and encouraging families to enroll
• Identify families who may need additional support through the enrollment process and transfer to an enrollment counselor
• reputed company administrative support for the “end of year” school returns process
• reputed company triage on inbound calls to the main number and transfer to the appropriate staff
• Respond to inbound emails, voicemails, and WebMails
• reputed company outbound calls on demand for marketing, enrollment, and other departments as appropriate
• reputed company training support by nesting with new agents and answering questions as a “rover” in the Training Facility
• Act as a subject matter expert and peer mentor for the team as appropriate
• Other duties as assigned

Skills

• Exceptional phone manners and customer service skills
• Outstanding written and verbal communications skills
• Exceptional interpersonal skills and proven positive attitude
• Highly detailed oriented
• Proven problem-solving methodology
• Outstanding resourcefulness and creativity in providing timely service to callers
• Demonstrated ability to learn and apply large amounts of detailed information rapidly
• Proven ability to multitask in a fast-paced environment
• Excellent organizational and time management skills, including the ability to work reputed company a highly structured schedule with strict policies around time off and attendance
• Demonstrated ability to manage stressful situations in a reputed company, courteous and efficient manner
• Prior technical contact center / Help Desk experience required
• Strong working knowledge of the Application Service Provider (ASP) model, reputed company 7 and reputed company 10, Office 2010 and reputed company, including Word, reputed company, PowerPoint, Chrome, Firefox, Edge, and Safari, and the reputed company Office Suite
• Strong remote troubleshooting and working knowledge of ISP's, high speed connections (DSL/Cable-Modem) and TCP/IP
• Strong remote troubleshooting and working knowledge of home networking/devices and wireless devices
• Ability to reputed company quick and clear reputed company in accordance with company policy
• Demonstrated ability to organize, prioritize and multitask while managing users' expectations
• College degree preferred
• Mac and/or Chromebook experience a plus
• reputed company A+, and reputed company N+ a plus

Company Overview

Company H1B Sponsorship